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7. The impacts of core self-evaluations on customer-related social stressors and emotional exhaustion

Author

Karatepe, Osman M., Haktanir, Mine, and Yorganci, Ilkay

Subjects
Self-evaluation -- Social aspects, Depression, Mental -- Market research, Banking industry -- Customer relations, Job stress -- Influence, Bank employees -- Behavior, Bank employees -- Psychological aspects, Bank employees -- Customer relations, Business -- Models, Business -- Research, Banking industry, Marketing research, Business, Business, international
Abstract

A model to reveal the effects of core self-evaluations on customer-related social stressors and emotional exhaustions among frontline bank employee in Northern Cyprus is presented. The model also tested the stressors' impact on emotional exhaustion. Employees with positive self-evaluations felt low levels of customer verbal aggression, uneven and vague customer expectations.

Published
2010

9. An Investigation of the Role of Job Resources in Mitigating Customer-Related Social Stressors and Emotional Exhaustion.

Author

Karatepe, OsmanM., Yorganci, Ilkay, and Haktanir, Mine

Subjects
PSYCHOLOGICAL stress, EMOTIONS, INTERPERSONAL relations, CUSTOMER services, BANK employees
Abstract

The effects of job resources on customer-related social stressors and emotional exhaustion, including the relationships of these stressors with emotional exhaustion, are tested with a sample of frontline bank employees in Northern Cyprus. The results provide empirical support for the majority of the hypotheses. Specifically, the results suggest that supervisor support has significant negative impacts on customer verbal aggression, disliked customers, and ambiguous customer expectations. The results further suggest that coworker support alleviates disproportionate and ambiguous customer expectations. Both supervisor and coworker support exert significant effects on emotional exhaustion in the hypothesized directions. With regard to the relationships of the customer-related social stressors with emotional exhaustion, only ambiguous customer expectations have significant positive effects on emotional exhaustion. The rest of the relationships are not supported by the empirical data. Implications of the findings and future research directions are discussed in the study. [ABSTRACT FROM AUTHOR]

Published
2010
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